august 9 11, 2016 ace 2016 › v3-app_crowdc › assets › 4 › 49 › 49f52... · 2016-08-04 ·...

ACE 2016

AUGUST 9 – 11, 2016

Patient Satisfaction

What’s Missing in Patient Experience

Won’t Cut it!

• Housekeeping

• Disclaimer

Total Patient Engagement®^

Background/Overview

Copyright © 2016 Allscripts Healthcare Solutions, Inc. 5

January 2014

Ken & Jeff Alter

UnitedHealthcare CEO

UHC booth

Las Vegas CES


What if valuing patients’ timeimproved revenue?


What if valuing patients’ timereduced stress?


What if we could turn over

exam rooms faster?


What if we could increase

reimbursement rates?


What if we could eliminate overbooking?


What if had insights into allpatient encounters?


We CAN!Let’s do it! Think Different!


Focusing on patient delight pays big:

Competitive AdvantageImproved Communication

Better Patient Engagement

Lean Improvement

Process Improvement

Higher Press-Ganey and Net Promoter ScoresHigher HCAHPS / CAHPS Scores

Error Reduction


1,000,000,000+

3,000,000+

1,000,000+

30+

1

Number Riddle


Patient Experience

Lives or dies in the wait.


What’s in the Emery Study?

• Longer wait times contribute to

patient anxiety and dissatisfaction.

• Frequently cited as a common reason for

leaving a medical practice.


What’s in the Emery Study

• Overall satisfaction declines the longer a

patient waits.

• Satisfaction dropped dramatically

at 35 minutes.


WAIT is a four letter word. In the Internet Age

WAIT


Do We Show Caring

if we don’t value patients’ time?


Patient Satisfaction

Isn’t that a low bar?


Patient Delight

Why Not? Let’s aim higher!


Patient Engagement

Hinges on Communication

patient experience.Everybody’s talking about


But there's a 1,200 pound gorillain the room


WAITING!


How will we improve patient experience?

Don’t Worry:

It’s not


Rx to Improve PX and Patient Engagement

•Eliminate waiting

•Communicate more


How will we eliminate waiting?

•Know where everybody is

•Know where everything is

•Become more efficient


How will we eliminate waiting?

•Schedule workforce better

•Schedule doctors/patients

more efficiently


Monitor Location with RFIDLets busy doctors know where

they're needed most


An effective dashboard givesInsights into medical staff /

patient encounters.


Record the Visit ReasonBig Data more relevant in Context


Visit Interaction Manager™

Hybrid RFID system

in waiting, exam,

procedure rooms and

offices.


The Old Way


Measure

encounters;

know where

doctors are

needed most.

Instantly find

portable

equipment.


Click any room tile

and see summary

data for the

patient and all

staff members in

the appointment.


Treasure Trove of Data

Visit Reason Context


Initial Results

• Provider productivity (visits per day) increased 22%

• Provider/patient interaction times increased 57%

• Patient wait times in waiting rooms decreased 4%

• Patient wait times in exam rooms decreased 13%

• Total Patient time for appointments decreased 16%

What gets measured gets done.


Optimize encounters based

on insights from RFID history

Smarter Scheduling


Smarter Scheduling

Spend More Quality

Time With Patients...

…without the Need to Overbook!


Smarter Scheduling

• Have robust automated communications

• Book for correct, variable amount of time

• Have an automated Triage level

• Automated Standby appointments


Why automate patient communications?Staff is too busy


Why automate patient communications?Staff is too afraid to have some

conversations.


Patient Alerts

• Late Alerts

– Before Arrival

– Arrived Patients


Patient Alerts

• ADAM (Alternative Doctor Available Message)

• Badge Alerts(Left w/Badge)


• Standby Alerts

• Standby Confirmations

• Thank You’s

Patient Alerts


• Personalized Surveys

• Medication Reminders

• Updates

Patient Alerts


Doctor Alerts

• Patient Waiting Alerts

• PLIMs (Patient Look-In Messages)

• Scheduling Updates


Staff Alerts

• Missed medication

• Transport alerts

• Awaiting discharge

• Room available for cleaning

• ER Alert – Bed Available


Book More Accurately

Calculate the correct

variable appointment length


Use a Triage or Priority Level

In Context for Visit Reason


Use a Triage Level

Keep Higher Priority Appointments


OB/GYN


Radiology


Online BookingSaves time. Frees staff.


Persist visit data

in history.

Yields more

accurate

workforce and

patient

scheduling.

Session Takeaways


Aim Higher

• Lose wait

• Improve

patient experience

• Communicate more

• Standby visits

Engender

Patient

Delight


It’s About Time®


We put a

man on the moon

in 1969.


Can’t we end

waiting for the doctor in 2016?

Thank you!

Ken Greenberg1 855 NO WAIT 1 x705

1 516 983 4050

E: [email protected]

S: ken_greenberg_ny

Contact info:

august 9 11, 2016 ace 2016 › v3-app_crowdc › assets › 4 › 49 › 49f52... · 2016-08-04 ·...

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